We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 171072 results
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Decision Reference DRN-5762636
29 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5762636 The complaint Mr F complains about the length of time he had to wait on the phone to speak to an agent from Barclays Bank UK PLC (Barclays) about his mortgage. What happened Mr F says that he was advised on Barclays’ online chat that he needed to speak to an agent to change ... (3 pages)View decision -
Decision Reference DRN-5294898
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5294898 The complaint Mr T complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In March 2023, Mr T came across an advert online for an investment company endorsed by a well-known public figure. He followed the link in the advert... (3 pages)View decision -
Decision Reference DRN-5361614
29 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5361614 The complaint Mr and Mrs T complain that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) unfairly closed their account and withheld their account balance. Mr and Mrs T are also unhappy with how Virgin Money handled their personal information and the service they ... (6 pages)View decision -
Decision Reference DRN-5222193
29 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5222193 The complaint Mr R complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In late 2021, Mr R was looking for ways to invest his money and came across an advert on a social media website for a company ... (6 pages)View decision -
Decision Reference DRN-5500357
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5500357 The complaint Mrs K complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money she believes she lost to an investment scam. Mrs K referred her complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer only to Mr... (3 pages)View decision -
Decision Reference DRN-5695390
28 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5695390 The complaint Mr R complains that the car he acquired through Mercedes-Benz Financial Services UK Limited (“MBFS”), wasn’t of satisfactory quality. He says the car was mis-sold and he wants to reject it. What happened Mr R entered into a PCP agreement in June 2023 to acquire... (4 pages)View decision -
Decision Reference DRN-5700891
28 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5700891 The complaint Mrs F complains that NewDay Ltd trading as Aqua suspended her account without notice. What happened Mrs F holds a credit card account with NewDay. In August 2024 Mrs F raised a complaint with NewDay about affordability. She ‘s unhappy that NewDay suspended her ... (2 pages)View decision -
Decision Reference DRN-5301725
28 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5301725 The complaint and what happened Miss H has asked our service to look into several complaint points she has raised with Lloyds Bank PLC, who previously provided her with a current account, which I’ve summarised as follows: • Miss H disputes authorising several payments debite... (4 pages)View decision -
Decision Reference DRN-5768833
28 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5768833 The complaint Mr and Mrs B complain that Barclays Bank UK PLC didn’t treat them fairly when the term of their mortgage expired with an unpaid balance. They ask for more time to repay the mortgage. What happened Mr and Mrs B took out a mortgage with Barclays in 2007. Part was... (3 pages)View decision -
Decision Reference DRN-4900180
28 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4900180 The complaint Mr W complains that Bank of Scotland plc trading as Halifax (“Halifax”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr W ha... (2 pages)View decision
